Customer Satisfaction Surveys

At the end of 2023, TUVR II - Urbanos de Vila Real, S.A. invited its customers to take part in a Satisfaction Survey with the aim of ascertaining their level of satisfaction with the service provided by the public transport operator of the Municipality of Vila Real.

The customer satisfaction surveys were carried out between 25 September and 27 October 2023 by a specialised company (OPT). The comprehensive assessment of customer satisfaction at Transportes Urbanos de Vila Real reveals a positive overall picture, highlighting areas of success as well as opportunities for improvement.

Analysing the results, it can be concluded that there is generally positive satisfaction with the quality of the operation, with ‘The ease of transfer between lines’ (4.35 out of 5) standing out, followed by ‘The suitability of the timetables to your needs’ (4.33) and the positive reference to ‘The routes provided by TUVR II’ (4.26).

As for ‘The punctuality of the buses’, the rating obtained is the lowest in the assessment of the various dimensions of the operation under evaluation, reaching only 3.78 out of 5.

With regard to the provision of public information to passengers about the transport offer, the assessment of the quality of the information provided indicates that users are globally satisfied with the quality of the information provided to the public, both the static information with the planned timetables, on paper at the stops, and the real-time information provided on the website and in the App.

In short, the responses suggest the need to optimise the offer in terms of frequencies at weekends and at peak times, define lines without variants, provide information at stops in real time, increase responsiveness in handling complaints and customer service, and optimise the adjustment of the offer to the demand not yet covered.

Trust in the company is reflected in an average rating of 4.15, indicating that respondents consider TUVR II to be a trustworthy company, similar to the rating obtained for the good quality/price ratio of the service provided.

To summarise, the results show an overall positive perception of TUVR II (3.96 out of 5 - 79%), an identification of the brand in the promotion of sustainable mobility, highlighting trust in the company, the personal satisfaction of users and customer loyalty.

An extremely gratifying result, given the complex and challenging context the country has gone through in recent years.

Based on the results of this survey, TUVR II is already preparing a number of actions to improve customer satisfaction. Factors that affect the fulfilment of timetables are also being assessed and worked on with the municipality, namely the impact of construction work and abnormal traffic congestion.